TraceLink - Global Technical Support Leader (15-20 yrs)

Company overview:

TraceLink's software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance, visibility, and decision making.

It reduces disruption to the supply of medicines to patients who need them, anywhere in the world.

Founded in 2009 with the simple mission of protecting patients, today Tracelink has 8 offices, over 800 employees and more than 1300 customers in over 60 countries around the world.

Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.

Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.

Key Responsibilities:

- Define and implement a strategic vision for global customer support, delivering seamless 24/7 operations within defined SLAs to exceed customer expectations.

- Oversee critical escalations, aligning cross-functional teams (Customer Success, Engineering, Product, Technical Services, and Sales) to ensure swift resolution and customer satisfaction.

- Lead the development and execution of support performance plans, ensuring delivery against KPIs, MBOs, and business objectives.

- Drive operational excellence through the adoption of best practices, efficiency improvements, and scalable processes that support global growth.

- Oversee global support teams to maintain top-tier performance, fostering professional development, engagement, and a culture of excellence.

- Build and maintain an operational dashboard to provide real-time visibility into key metrics and issue resolution performance.

- Champion the voice of the customer across the organization, leveraging insights to drive actionable strategies for retention, satisfaction, and loyalty.

- Develop and implement advanced AI and automation strategies to enhance case resolution, self-service, and cost-to-serve metrics while maintaining a human-centred customer experience.

- Define and execute a segmentation strategy, aligning service levels with customer needs and expectations for optimal outcomes.

- Lead the Global Incident Management strategy, ensuring a robust, follow-the-sun approach to minimize downtime and maximize responsiveness.

- Partner with Product and Engineering teams to prioritize bug fixes and feature development, ensuring alignment with customer feedback and business goals.

- Drive continuous improvement initiatives to reduce inefficiencies, optimize resource allocation, and maintain exceptional service quality.

- Foster strong customer relationships, manage expectations, and address escalations with clarity and empathy.

Candidate Expertise Required:

- Bachelor's degree in a related field; MBA or equivalent experience is preferred.

- Minimum of 8 years in leadership roles within global customer support organizations, with experience managing 24/7 operations.

- Direct experience building and managing global organizations.

- Proven success in developing and executing support strategies at scale, including KPI-driven operational management.

- Data-driven mindset with the ability to translate complex metrics into actionable business strategies.

- Exceptional communication and influence skills, with the ability to effectively engage stakeholders at all levels.

- Demonstrated experience driving cross-functional alignment and fostering collaboration across global teams.

- Expertise in leveraging AI and other emerging technologies to transform support experiences and efficiencies.

- Inspirational leader who thrives on building high-performing teams and driving cultural accountability.

- Strong track record of building customer advocacy programs and championing the customer voice across an organization.

- Demonstrates ownership, initiative, and a solution-oriented mindset.

- Ambassadorship for change, driving innovation and continuous improvement.

- Inspires trust and excellence, fostering accountability at all levels.

- Demonstrates commitment to delivering best-in-class customer experiences.

- Experience with Salesforce Service Cloud and Atlassian JIRA is a plus.